Global Support Operations Lead

Satellite Office; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Satellite Office is seeking a Support Operations Team Leader in Pasig to lead its Philippines-based support, subscriptions, and accounts receivable teams. The role blends hands-on coaching with strategic liaison to Australian leadership.

You will drive SLAs, coach the team, and ensure accurate reporting of KPIs while fostering a culture aligned with the company values across a distributed organization.

Qualifications

• Proven experience leading a customer operations or technical support team in a BPO/shared-services environment.
• People-first leadership style with coaching and development focus.
• Strong communication and relationship-building skills with overseas stakeholders.

Responsibilities

• Lead, coach and develop a small team across support, subscriptions and accounts receivable.
• Run 1:1s, performance reviews and development plans to meet SLAs.
• Be the culture carrier and align team with company values.
• Provide visibility to Australia-based leadership on team performance and sentiment.
• Oversee case management, billing and subscription workflows; drive improvements.
• Own and report on team KPIs: first-response times, resolution rates, productivity, documentation quality.

Skills

Leadership

People-first leadership

Communication

Stakeholder management

Tools

Microsoft D365

Zuora

Job description

Satellite Office is seeking a Support Operations Team Leader in Pasig to lead its Philippines-based support, subscriptions, and accounts receivable teams. The role blends hands-on coaching with strategic liaison to Australian leadership.

You will drive SLAs, coach the team, and ensure accurate reporting of KPIs while fostering a culture aligned with the company values across a distributed organization.